Director of Case Management Operations

NIVA Health

1d • Remote

About The Position

NIVA Health is redefining what wellness care feels like, one patient relationship at a time. As we continue to grow across Florida and Michigan, we're looking for an experienced healthcare operations leader to take ownership of our Wellness Case Management function and make sure every patient's journey, from first inquiry to long-term programme participation, feels consistent, personal, and exceptional.
This is an executive leadership opportunity for a strategic, people-first operator who knows how to build high-performing remote teams, drive accountability through data, and turn a strong patient experience into a durable growth engine.
You will lead our Wellness Case Managers across every NIVA Health clinic, partnering closely with Medical Office Directors, Providers, and Operations Leadership to keep the entire patient engagement lifecycle running at the standard our patients expect.
If you thrive on coaching people to their best work, solving operational problems before they become patient problems, and building the systems that let a growing healthcare business scale without losing its personal touch, we'd love to hear from you.
The Director of Case Management Operations owns the operational performance, development, and strategic direction of the Wellness Case Management function across all NIVA Health clinics.
You'll be accountable for consistency, accountability, and patient engagement excellence across the full patient journey, from initial inquiry through long-term wellness programme retention. That means leading and developing our Wellness Case Managers, building the KPIs and reporting that tell you whether the patient experience is actually working, and partnering across clinical and operations teams to fix what isn't.
This role leads remotely, but the relationships it depends on are anything but distant. You'll need to build real trust with geographically dispersed clinic teams and become the person they turn to when something needs to get solved.

Requirements

• 5+ years of experience in healthcare operations, patient engagement, case management leadership, customer success leadership, or a related operational leadership role.
• 2+ years of direct people management experience in a remote setting.
• Strong understanding of KPI management, workflow optimization, and operational reporting.
• Proven ability to lead cross-functional initiatives and drive measurable operational improvement.
• Exceptional leadership, coaching, and communication skills, with the ability to build strong relationships across geographically dispersed teams.
• Willingness and ability to travel occasionally to clinic locations as business needs require.

Nice To Haves

• Experience leading remote teams, not just being part of one.
• Experience within concierge medicine, wellness, healthcare services, patient coordination, or hospitality-driven healthcare environments.
• Hands-on experience with CRM systems, EMRs, scheduling platforms, and operational tracking tools.
• A track record of building scalable workflows and process improvements from the ground up, not just following the ones someone else built.
• High emotional intelligence and the coaching instincts to get the best out of a team during fast-paced, high-growth periods.
• A detail-oriented, documentation-first approach that makes your work repeatable by the people who come after you.

Responsibilities

• Lead, coach, and develop Wellness Case Managers across every NIVA Health clinic, with regular one-on-ones, performance reviews, and development planning.
• Own the patient engagement lifecycle, from first inquiry through ongoing programme participation and retention, and drive the initiatives that improve conversion, retention, and satisfaction.
• Build and manage the department's KPIs, analyze performance and engagement data, and turn trends into action, for individuals, clinics, and the department as a whole.
• Develop and maintain the SOPs, workflows, and best practices that let Case Management operations scale as NIVA Health grows.
• Serve as the primary escalation point for complex patient engagement or workflow issues, and resolve the root cause, not just the immediate problem.
• Partner with Medical Office Directors, Providers, Scheduling Teams, and Executive Leadership to keep clinical and operational teams aligned around the patient experience.
• Support new clinic launches, workflow standardization, and training as NIVA Health expands into new markets.
• Prepare and present structured performance reporting to leadership, and use it to set accountability standards, not just track them.
• Build a culture on your team defined by ownership, collaboration, and continuous improvement, even when everyone is working remotely.

Benefits

• Help shape what patient-centered wellness care looks like as NIVA Health grows.
• Join a mission-driven organization scaling quickly across new markets.
• Lead the Wellness Case Management function with direct visibility to Executive Leadership.
• Build and develop a team of Wellness Case Managers across every clinic we operate.
• Help identify the operational barriers standing between patients and a great experience, and fix them.
• Work alongside providers and clinic teams who are genuinely invested in patient outcomes.
• Enjoy real opportunities for continued professional growth and leadership advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive